Business Profile

Airlines

Air France

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Complaints

This profile includes complaints for Air France's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

652 total complaints in the last 3 years.
162 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/13/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is ***********************, writing a compliant on behalf of my parents - ***************************** and ******************************************* (******) who traveled on Air France on August 26th, 2022. The issue started with the exit row seats that I had booked for my parents. I did not know that exit row seats cannot be offered to senior citizens and the app let us book the exit row seats anyway even when there is a restriction on the age. Even though my mother is not a senior citizen, her seat was also taken away. On top of this, my parents did not receive 3 of their 6 baggage and they all arrived 4 days later. My mom did not have anything to wear and we had to purchase everything right from inner garments to night clothes. This is because the agents at the *********** asked my parents to check in their cabin baggage as well. All the 3 baggage that arrived late are damaged in one form or the other (attached images). We filed a complaint to Air France on August 31st and have not had a response yet, even after repeated reminders. I submitted the receipts from the purchase of new clothes and also pictures of the damaged bags. My mom had her tablets for ** in one of the bags and thankfully she had few extra in her hand baggage. Otherwise it would have been crazy.
Business Response
Date: 11/23/2022
Dear BBB,

We are sorry to learn about the situation that *************** describes in her claim #********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
We are sorry to learn that the passengers baggage was missing upon arrival in ****** on August 26th, where baggage file ********** was created at the airport.
We consider the efficient handling of customers baggage to be of prime importance.However, as with any system involving human and mechanical interaction, there are some occasions when irregularities occur. You have our commitment that we are not complacent on this matter and we are doing all we can to improve our baggage handling services in the future.
In the absence of receipts, I have authorized a one-off contribution equivalent to $200 per passenger which will be paid to the bank account which was submitted by the claimant when filing her earlier claims. I can also confirm that I have authorized a reimbursement of the one seat reservation fee in our systems (for ***********************) along with this. The payments should clear in the passengers bank account within the next 28 working days

Best regards,

***********************************
Air France *************
Customer Answer
Date: 12/07/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
All the 3 bags that were delivered late were torn/broken. There has been no mention or related compensation to that. My cousin also was in a similar boat, but her parents' bags were not damaged, and she received the same compensation as I did. If Air France would li,e I'll purchase new bags and provide the receipt for those.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Business Response
Date: 02/10/2023
Dear BBB,

We are sorry to learn about that *************** remains dissatisfied with the resolution to her claim #********.
However, we will have to stress that from previously submitted pictures, the purported damage appears to be the result of general wear and tear. We are therefore unable to offer any further monetary contributions for this claim.

Best regards,

***********************************
Air France Customer Care
Initial Complaint
Date:10/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have booked a ticket on 22 Aug 2022 and it was Flex, it means it is refundable and I have received and email stating that it is refundable. I tried to cancel my ticket today and they told me that it is not refundable, and I assured to them that I have email stating that it is refundable, and they refused. Finally, the representative her name (******) as she told me, she told me I corrected in the system and your ticket is refundable now and you will get your full refund. When I tried to request a refund, it was not the full amount. I asked her to talk with the manager, and she refused and i asked her to file a complaint for me and she refused. I tried to contact Air France today they put me on hold for more than one hour and half and then the line disconnected. I field a complaint with Air France, but nothing happens. I will call **** of America to see what they can do about this transaction.
Business Response
Date: 11/22/2022
Dear BBB,

We are sorry to learn about the situation that **************** describes in his claim #********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
According to the fare conditions of the passengers booking, the tickets in question are non-refundable. However, we note that the passenger has since arranged for his tickets to be re-instated in order to travel as planned.

Best regards,

***********************************
Air France *************
Initial Complaint
Date:10/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In April, we bought a ticket between ******** and *** (with 1 stop in *********) through AirFrance paying with FlyBlue miles. **** of travel was June 5th 2022.The first leg of the journey was moved to an earlier time; AirFrance failed to notify me on the correct email address / phone provided for the traveler on file. Not knowing of the change, I showed up too late at the airport.At the airport, the agents tried to put me on a different flight (there were options but all about to depart) but for some reason they could not do it due to systems issues and told me to call AF instead. I called multiple times and multiple numbers, holding on the phone for a well over 30'. I was running out of time as the alternative flight was about to depart (I had to be in the US same day due to a critical business meeting I had to attend), hence I decided to book a brand new ticket as no one could help me get my original ticket changed. Both the AirFrance and KML websites were experiencing technical errors which did not allow me to book there. Hence I decided to book the SAME AirFrance / KML flight combination on delta, which ultimately worked just in time for me to check my bag before checkin closes. If I had not done this I would have arrived in the US I had further issues along the way which I won't describe here. I finally got home with a huge delay (a 2 stop flight in place of a 1 stop flight) and incredibly stressful day. The very same day on June 5th 2022, I filed a complained with AirFrance, with contemporaneous notes of my day.The complaint described the situation and asked for a full reimbursement of my new ticket that I had to purchase (it costed ***** in the same class as my original ticket). While AirFrance credited the miles, I have no use for those and their value is nowhere near what it costed me.After 3 month from the original complaint, on September 12, AirFrance closed the case without addressing my concerns and complaints. Nobody from AF ever contacted me.
Business Response
Date: 11/03/2022
Dear BBB,
We are sorry to learn about the situation that ****************** describes in his claim #********.
After verification, I note that the passenger was informed by KLM via the email (sent to the address added to his booking) of a time change on flight KL603 from ********* to *********** which led to the rebooking of his itinerary on May 11th. A recap of this has been sent to the passenger. I also note that his ticket has been refunded back to him. In view of this we are unable to offer him a refund of his newly purchased ticket.

I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM Customer Care
Customer Answer
Date: 11/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The response from the business is NOT accurate. Actually, in their response AirFrance admitted to their error.
As per their *** system report they shared, they sent the email to ********************** which is the person that booked my flight for me, and was NOT the traveler (myself). At the time of reservation, the email of the traveler (myself) was provided: ******************************* AirFrance sent a confirmation email confirmation at the correct address at the time of the reservation, but DID NOT send an email communicating the change. As a result of this, I was unware of the flight change because AirFrance failed to communicate to me.
I am attaching:
- The *** screenshot that AirFrance shared with me showing that the email was sent to the wrong address ********************** instead of *************************************)
- The confirmation email that was sent to the correct email to ******************************* that confirms that AirFrance was in possession of that email.
- Reattaching a copy of the delta ticket to be refunded.
Further, while it's correct the flight was refunded, the refund was in miles while I had to pay over $4K out of pocket to buy a new comparable ticket; we have no use for those miles which have zero value.. The buyer of the happy is happy to return the miles in exchange for a full refund of the delta ticket I had to purchase. My original complaint described the many reasons how AirFrance failed in the process. If they were simply able to put me on an alternative plane as their system failed, I would have not needed to purchase the alternative ticket.
I ask AirFrance to fully refund my ticket with no further delay.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************************

Customer Answer
Date: 12/04/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
AirFrance continues to dig a huge customer experience hole here, with responses that are inaccurate and/or basically admitting to their mistakes. I am intending to proceed to formal legal actions should ** fail to refund my ticket I had to purchase due to their negligence.
1) I have provided clear evidence that AirFrance did send the original booking confirmation to the traveler email ********************************** that email DID NOT receive the follow-up for the change. And their response again implicitly confirms this - basically admitting their error by not refuting it. Also, they are resorting to stating (without providing evidence), that the ********************* was the "primary email". ********************* is the email of the ** account holder that booked the ticket. At that time of booking another email was provided (this is an indisputed fact), and AirFrance failed to include the email for the flight change. Irrespective of which email was primary or not (this is a system technicality) - that email was provided for a reason and AirFrance failed to send the notification to that email (I hope someone is fixing their code in the *** system to prevent this from happening again).
2) What makes makes ** negligence in their response even worse is that the email mix-up is not their only mistake. We WOULD NOT be discussing this if AirFrance on the day of travel would have been able to simply re-route me on a different flight the same day. There were plenty of options available and ** process and procedures miserably failed in 3 different ways (on top of the original email mistake): 1) The agents at the airport said they could not edit my reservation (For some technical reason) and told me to call 2) There was not a way to get connected to anyone for almost 1 hour (which was basically cutting into the limited time I had to get to the right flight) and 3) the ** (or KML) website was unable to neither let me change the ticket or book a new one. The combination of errors and improper procedures from AirFrance forced me to go on delta and buy the ticket there, under the genuine assumption that they would acknowledge the mistake and refund that ticket.
This whole story, including the follow-*** to the complain, is very disappointing for someone a frequent flier that bought a business class ticket. Needless to say, I will never consider flying business with AirFrance again.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************************

Business Response
Date: 02/21/2023
We are sorry to learn that ****************** continues to be dissatisfied with the response to his claim #******** but will have to maintain our position outlined in our previous response.
Yours sincerely,

***********************************
KLM *************
Initial Complaint
Date:10/11/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is ******************************* and I am writing this on behalf of my parents, *********************************** (Booking Reference - ******) and ************************* *********** (Booking Reference - ******).They flew Airfrance flight AF121 from ******* to ***** on Aug 26th. Since then, they have been having issues. 1. I have attached the receipt of the extra legroom seats I purchased for them (Seats 30H and 30J).Since my dad is a senior citizen, both my parents were denied the exit row seats (which wasn't mentioned at the time of booking the extra legroom seats) at the check-in counter in the airport and they flew in seats 20J and 20K. It is a total of USD ***** 2. Three of their baggages came 4 days later and they were damaged (attached pictures of damaged suitcases and the claim that I filed for the same) It has been 40 days and i haven't received refund for any of my above concerns despite repeated reminders via emails because they're not responsive on phone. 3. My dad's return flight (AF159) from *** to MAA was scheduled for today, i.e the 9th of October and was supposed to reach MAA on 10th at *****pm IST. Due to operational issues his flight got delayed and he was rescheduled on a flight from ***-******* with only 40mins of connection time in ***. The agent (******) who rebooked him was extremely rude and said there was nothing that AirFrance could do if he misses the flight in *****, he would've to ask to get rebooked. He was getting frustrated for a genuine concern and simply hung up. Another agent (*****) mentioned that if he misses the ******* flight that he was on, he would have to wait for 10 hours at the *************, fly to *********-*********-*******. He's 63 and this gave him mental agony. Since no 1 stop flights were available on 10th & 11th Oct, he was booked on 12th Oct to give him less hassle but he will miss an important meeting in ******* on 11th because of AirFrance's ignorance for which we deserve to be compensated. I have attached the proof for all of my claims.
Business Response
Date: 11/21/2022
Dear BBB,

We are sorry to learn about the situation that *************** describes in her claim #********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
We are sorry to learn that the passengers baggage was missing upon arrival in ****** on August 26th, where baggage file ********** was created at the airport.
We consider the efficient handling of customers baggage to be of prime importance.However, as with any system involving human and mechanical interaction, there are some occasions when irregularities occur. You have our commitment that we are not complacent on this matter and we are doing all we can to improve our baggage handling services in the future.
In the absence of receipts, I have authorized a one-off contribution equivalent to $200 per passenger which will be paid to the bank account which was submitted by the claimant when filing her earlier claims. I can also confirm that I have authorized a reimbursement of the seat reservation fee along with this. The payments should clear in the passengers bank account within the next 28 working days
Regarding the rescheduling of the itinerary of ************************* on October 9th, I can confirm that since the passenger was booked from a non-************** departure point (************************)to a non-************** arrival point (*****) ** Regulation 261/2004 does not apply in this case under Article 3a) meaning that there is no entitlement to compensation.

Best regards,

***********************************
Air France Customer Care
Customer Answer
Date: 11/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*******************************
Initial Complaint
Date:10/07/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I flew on 6/24/2022 from *** ******** to ********* (Flight **************** ******) and our baggage was lost and never returned. We did not receive any compensation for the lost bag. We just recently received $120 for necessity purchases but our claim, C-*******, was closed without any response to our many inquires about compensation for the lost bag. The lost baggage claim numbers are ********** and **********, which are no longer accessible on the website or to Air France personnel when we call. Air France attempted delivery of the lost bag to our hotel in ***** five days after it was lost, but we had already checked out of the hotel and were traveling to another part of France at the time. We have been contacting Air France regularly since the bag was lost and nobody can assist us. We would have preferred to get the bag back as opposed to compensation but after 3 1/2 months that is highly unlikely. We had travel insurance but it's secondary to the carrier, so we cannot collect anything until Air France communicates what they are doing to resolve. We really do not know what else to do, so that is why we are filing this complaint.
Customer Answer
Date: 11/01/2022
Better Business Bureau:

At this time, I have not been contacted by Air France regarding complaint ID ********.

Sincerely,

******* **********
Business Response
Date: 11/18/2022
Dear BBB,

We are sorry to learn about the situation that ************************* describes in her claim #******** and that her baggage was missing upon arrival in ********** on August 26th.
We consider the efficient handling of customers baggage to be of prime importance.However, as with any system involving human and mechanical interaction, there are some occasions when irregularities occur. You have our commitment that we are not complacent on this matter and we are doing all we can to improve our baggage handling services in the future.
In case of baggage delay, loss (including baggage delayed for 21 days or longer) or damage the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to **** SDR (Special Drawing Rights).
As the passenger already received a payment of $120.00, Air France will gladly reimburse the remainder up to the legal limits set by the Montreal Convention (1999) of **** SDR (Special Drawing Rights) per person. I can confirm that I have authorized a payment reflecting this amount, which will be paid onto the same bank account which you had provided in the passengers earlier claim.Please allow up to 28 working days for these funds to credit.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 11/23/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* **********
Initial Complaint
Date:10/07/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Air France lost 3 of the 4 pieces of our luggage for approximately 6 days during a trip to ***** and ********* this past March 18, 2022 (******* to ***** flights DL2059/AF689). We initiated a claim (*********) immediately with copies of our receipts for clothing and toiletries. Air France finally processed the claim and sent us an email on July 28, 2022 saying that they were transferring a refund in the amount of $467 to our account. The money never arrived. We then sent various emails (probably at least 10) that were rejected/ignored/bounced back until finally on September 13, Air France sent an email to us saying the bank details were wrong and for us to resend them. We did, and they replied saying they had reissued the refund on September 14. We still do not have it. We have again tried corresponding with Air France in numerous ways with no luck and no refund. On their online form/site, it says the claim has been closed.
Customer Answer
Date: 11/03/2022
Better Business Bureau:

At this time, my complaint, ID ******** regarding Air France has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

****** **********
Initial Complaint
Date:10/07/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My flight started on Aug 23rd with Delta. Due to canceled flights I finally made it to ***** on the 25th only to find my luggage was not there. My whole vacation was ruined by this and having to scramble to purchase new items. Not to mention all the time I spent calling to try to locate it and having to wait on hold to talk to someone in their customer service who know nothing as they are just a call center in the **************.It has now been 45 days since I have last seen my luggage and I have heard nothing from Air France about it. Nothing about the claims I have from them either. There is one for all the incidentals I had to purchase in ***** and on for my actual luggage that has now surpassed the 21 day limit and is declared lost. (Even though I know that there are ****** suitcases in storage throughout Europe waiting for someone to distribute them to their rightful owners.)My flight was booked through Delta and I gave Delta the money (I believe it was around $1600) for my flights not Airfrance, but they are sister companies and work together. I have tried to contact ***** also to get this resolved and they just blame it all on Airfrance and will do nothing to help me. 45 days and nothing done to resolve this situation from either airlines Bag claim: **********
Customer Answer
Date: 10/31/2022
Better Business Bureau:

At this time, I have not been contacted by Air France regarding complaint ID ********.

Sincerely,

*************************
Business Response
Date: 11/18/2022
Dear BBB,

We regret to learn about the inconveniences ****************** describes in his claim #********.
According to our systems, her claim with the ********************************* was settled and a maximum liability payment in line with the Montreal Convention (****) made to her by cheque today. Please allow up to 28 working days for this to credit.

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 11/30/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Although, i have not received anything from them yet.

Sincerely,

*************************
Initial Complaint
Date:10/06/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted Air France about lost bags. Firstly, 7 bags were returned within 11 days. One bag received after nearly 48 days. 2 are with unknown status. The airline decided to compensate per passenger $300 for the lost bag and $600 to myself, where 2 bags were mine and one for the other passenger on my PNR. i submitted the receipts and statements I had but Air France refused to pay the full amount of the bags and also refused to acknowledge the submission as per the Montreal Convention. The representative noted as well that all bags were received prior to the 21 days. This is not true. I have only received 7 bags prior to that date. One at the ******************************************* trying to acquire these bags and there is no excuse as most agents when speaking to have no idea and are of no help,.My fellow passenger and I both deserve compensation to the limit allowed. My PNR was CBT5E Second, We were a family of 5 with two small kids and there was no Air France staff willing to help us to get to that flight during security check or even when we deplaned from prior flight. This issue occurred at the connecting flight from ***** to JFK. We literally had to run due to the 3 hr delay had occurred. Air France does not accept blame for this incident and declines compensation.
Customer Answer
Date: 10/31/2022
Better Business Bureau:

At this time, I have not been contacted by Air France regarding complaint ID ********.

Sincerely,

*******************
Business Response
Date: 11/09/2022
Dear BBB

we have received a claim on 7 October 2022 under the name of ******************* for a claim related to the checked-in luggages when travelling with his family on 19 July 2022 with *****, which is registered under references ********** and *********

According to our records, we have settled this same claim via the *** with reference ************ - (*******************) ******: [*********] and we compensated ************* family for the whole claim twice with the maximum liability under the Montreal Convention (total sum of USD3204)

We have informed the customer that any claim for sums over the two payment of USD1602 =USD3204 will have to be proven as stated in the Montreal Convention.

For this purpose, ** ******************* must prove the loses by providing an itemised list of expenses/loses, together with proof of ownership such as receipts/bills, credit card statement.

Yours sincerely,
******************************* / ******** Engagement Specialist
********************** KLM ******** Care Assistant
Customer Answer
Date: 12/16/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*******************
Initial Complaint
Date:10/06/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Air France lost our luggage on a flight from ******, Ireland to *****, France to ************* on August 26, 2022. Their customer service is non existent and we spent hours upon hours visiting airports, calling every number associated with the company, and trying to contact them online. We did not receive any help from the company. We were told that after 21 days of lost luggage, they are LEGALLY required to reimburse us for the value of the items in the suitcase. The value lost exceeded $3000. Air France says they will reimburse up to $1853 if we provide receipts for everything that went missing. We did that. It has been over a month since we provided those receipts and submitted that claim. We have not seen ONE ***** from Air France. They are legally required to pay us this money. We have proved the baggage was lost and outside of our possession, at fault of the airline, for more than 21 days. We have provided detailed receipts for everything we could find that was in our suitcase. And we have not heard one word, or seen one ***** from this company. Please hold them accountable. They are legally required to reimburse us for the damages they have caused.
Business Response
Date: 11/18/2022
Dear BBB,

We are sorry to learn about the situation that *** *** describes in her claim #******** and that her baggage was missing upon arrival in ********** on August 26th.
We consider the efficient handling of customers baggage to be of prime importance.However, as with any system involving human and mechanical interaction, there are some occasions when irregularities occur. You have our commitment that we are not complacent on this matter and we are doing all we can to improve our baggage handling services in the future.
In case of baggage delay, loss (including baggage delayed for 21 days or longer) or damage the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to **** SDR (Special Drawing Rights).
Air France will gladly reimburse the remainder up to the legal limits set by the Montreal Convention (1999) of **** SDR (Special Drawing Rights). I can confirm that I have authorized a payment reflecting this amount per person, which will be paid to the bank account which the passenger provided when submitting the claim.Please allow up to 28 working days for this to arrive.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 11/24/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
Date:10/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked 2 business class tickets from *** to ****** on Air France, reference number ******* My flight ****** departing from *** *** on July 5th, 2022 to ********* was delayed by 2.5 hours. Upon arrival at the airport, I did not receive my bag. I filed a claim directly with the Venice airport, *******. I provided information that I would only be in ****** through July 6th. I was informed my bag was arriving at the Venice airport on July 7th. I went to the airport to search for it, but it was not there. I provided a new address to Air France including dates I would be there. On July 12th, I was told my bag was received at the Venice airport, You will be contacted to arrange the details, and I was never contacted. This was 5 days after I had left ******; Air France had my new address in ******* through July 13th. left the address in ******* on July 13th. Air France sent my bag to ******** to reach my ******* address on July 14th.My trip in ***** continued through July 18th, but I had no way to update my address to Air France. I could not reach Air France after many calls, emails, and web attempts. As a result of these issues, I had to spend ******** purchasing necessities for my 13 day trip to *****. This included toiletries, medication, clothing, shoes, and replaced travel tickets. I ultimately received my bag back at *** after over 21 days on July 28th. I did not receive a notification that my bag was found and instead had to call *** multiple times to identify it.I am therefore requesting a full reimbursement for my necessities in the amount of ********, in addition to the maximum amount for my lost bag for more than 21 days, per the terms of the Montreal Convention. I submitted all receipts, for both necessities and the lost bag, bank information, and my passport to AirFrance and claims were closed without payment. The claim numbers that were closed by Air France are C-******* and C-*******. It has been over 3 months, no response or payment.
Business Response
Date: 11/21/2022
Dear BBB,

We regret to learn about the inconveniences *********************** describes in her claim #********.
Having investigated the passengers claim, I can confirm that this matter has since been forwarded to the ********************************* (DOT) by the passenger and will be dealt with under the auspices of it.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
Air France *************

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Air France is NOT a BBB Accredited Business.